Regional Service Manager

Job Profile:Regional Manager

Overview of the role:

The regional manager will be responsible for overseeing operations of the Zone at a comprehensive level. The individual will be responsible for managing successful deployments, Deinstallations, management & maintenance of POS across the retail & enterprise stores in assigned region.

This role will focus on improving operational efficiency, enhancing customer experience, Engagement with merchants and bank sales team and managing a team to ensure seamless execution on the field.

Areas of Responsibility:

Regional Operational Management:

• Handling the assigned region and drive in best-in-class deployment & Customer Service.
• Monitor the CSAT scores & work on process improvement / bring in ideas for Customer delight.
• Responsible for POS deployment, service & deinstallation across the region as per the agreed SLA with the clients/banks ensuring its achieved as per benchmark.
• Maintain stock to meet the bank demands, work closely with sales & use historical data to forecast future demand and replenish the inventory accordingly. Avoid stock out situations which can result in SLA misses/penalty and ME dissatisfaction.
• Adherence to processes for regular inventory checks (e.g., daily/weekly cycle counts, physical inventory audits) to ensure stock records match actual stock levels & faulty ones are dispatched for repairs.
• Establish a regular schedule for quality checks. These could include daily checks, weekly audits and monthly reviews.
• Work closely with Cross functional teams – Setup, Support, Sales, SCM & Product to drive success in operations, improve customer experience, and streamline processes.

People management

• Directly manage a regional team of State managers, Team leaders and field engineers.
• Hire, train, and mentor field team, ensuring that they are equipped with the necessary skills and knowledge to provide excellent support and service to merchants.
• Lead and inspire the team (SMs & Fes) to work toward operational excellence by setting clear goals, providing regular feedback, and recognizing achievements.
• Encourage ownership among field engineers /SMs for maintaining high operational standards and performance. Create a culture of continuous improvement, innovation, and efficiency within the team.
• Conduct performance evaluations and drive improvement through feedback, coaching, and goal setting.

Customer & Bank relationship management

• Act as the primary point of escalation for customer-facing POS issues within the region, ensuring prompt and effective resolution.
• Build strong relationships with key stakeholders and bank teams to understand their needs and expectations. Ensure the customers and clients receive top – tier service & support with regards to POS/SB.
• Meeting the banks and conducting regular MBR & QBR on service levels and identify areas of opportunity.
• Work closely with Internal stakeholders - SCM, Sales & Product on forecast & effective planning of resources and Inventory.
• Market visits to be done to understand the customers feedback on services and work on potential areas of improvement.

Operational Excellence

• Ensure all locations within the region meet operational standards and best practices aligned with overall company goals.
• Identify & Implement process improvements to enhance customer satisfaction & effective field visit closures on first attempts.
• Root Cause analysis to be done whenever an issue arises, use data to identify (recurring complaints on device, Customer dissatisfaction etc.) and implement corrective actions.
• Collect feedback from customers on market visits about the POS experience, such as ease of use and quality of service, and integrate that feedback into your improvement processes.
• Regularly engage with field teams to gather insights and feedback on POS operations and provide support for improvements.

Reporting & Analysis

• Prepare performance data & TAT reports as per the agreed SLAs with the client to identify top performing cities v/s those where improvements are required.
• Analyze the stock positions across the Zone & ensure minimum stock level is maintained at the FE at any given point in time to avoid TAT breach /bank escalations.
• Track the team’s productivity on the field and ensure that the resources are fully utilized, monitor the footprint v/s the TIDs received and relocate or hire Fes.

Budget & resource management

• Ensure that resources (staff, equipment, inventory, etc.) are allocated efficiently across field locations. This includes ensuring that POS is well-maintained and updated.
• Identify and implement cost-saving initiatives without compromising service quality or operational effectiveness. Manage the budget for your region effectively, making sure that operations are running efficiently without overspending.

Risk Management & Business Continuity Plan

• Identify potential operational risks (e.g., wrong deployments, Incomplete QC process, settlement issue, penalty on TAT breach etc.) and implement measures to mitigate these risks in field operations.
• Ensure that field locations- FEs/SMs/TLs have contingency plans in place to maintain operations during Attrition/Catastrophic situations/emergencies etc., minimizing disruption and maintaining a smooth customer experience.